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Digital Channel Solutions

Launch Your Omnichannel Contact Center with Digital Channel Solutions

Today’s customers want to reach out on their own terms using an ever-growing variety of platforms and services. Whether it’s text, live chat, Facebook messenger, or WhatsApp, our omnichannel contact center solutions make it possible to engage customers with ease.

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Here’s a look at some of the most popular digital channel solutions available from Ozonetel.

SMS

Transactional | Promotional | Bulk Messaging

Short Messaging Service supports personalized communication with your contact list.

  • Send Announcements, Alerts, or Reminders
  • Advertise Special Offers
  • Follow Up on Customer Support Calls
  • Nurture Sales Leads

Popular Features

Analytics

Live analytics dashboard provides real-time message delivery reports to track the success of your campaigns.

Integrations

Available with readymade CRM and helpdesk integrations + APIS for customized integrations with analytics & more.

Scalability

Flexible so you can start with a low volume and scale as you build new campaigns or grow your contact list.

Learn more about how our SMS program features can help you drive revenue.

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Live Chat

Engage | Support | Convert

Add Live Chat to your website and mobile app in minutes with our easy chat service integration. Use this as a standalone service or merge it with your voice and email systems for a full omnichannel contact center.

  • International Support: Engage with customers worldwide from your existing locations
  • Personalized Service: Provide a better experience and accelerate sales
  • Reduced Workload: Offer fast response times with existing workforce using automated chat IVR
  • Tracking & Reporting: Evaluate and optimize agent performance over time
  • Realtime Visibility: Provide on-the-spot supervision during chats to help agents as-needed

Why choose live chat alone when you can afford to go fully cloud based with Ozonetel’s affordable full-featured platform?

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Facebook

Instant | Personal | Easy

According to a “Facebook Messaging Survey” by Nielson, 53% people are more likely to shop with a business they can message directly. A blended approach that offers both automated and live service can boost sales and satisfaction.

Chatbots and FB Messenger Can:

  • Greet customers
  • Help customers place orders or set appointments
  • Answer basic questions and simple service requests
  • Recommend products and services

Your Contact Center Agents Can:

  • Step in to answer questions that bots can’t handle
  • Follow up to encourage purchases
  • Handle multiple FB queries simultaneously
  • Get assistance from a supervisor in real-time

Popular Features

Routing

Send customer messages to the right agents with skill-based routing

Screenpop

Use screenpops to give agents basic customer information

Reports

View reports to improve agent performance and adjust staffing levels

WhatsApp

Friendly | Secure | Instant

WhatsApp is the top messaging app in over 100 countries. With 1.5 billion users, this popular chat application boasts a 90% open rate for messages. What better way to reach customers and provide the support they deserve?

Reach users worldwide

Send and receive rich media

Autoreplies and bot conversations

Accessible to mobile users live on-demand

Popular Features

  • Solution Integration: Use WhatsApp with any popular CRM or helpdesk solution.
  • Voice & Chat: Let agents seamlessly switch from call dashboard to chat dashboard.
  • Reporting: Keep track of agent workloads and queues across WhatsApp & call campaigns.
  • Omnichannel: Have your WhatsApp Support in the same place you manage calls & texts.

Intercom

Voice | Chat | Choice

Chat is a quick, inexpensive, highly accessible option for instant customer and sales support. But voice is just as critical. Offering the dual benefits of chat + voice is easier than ever with a widget that defines simplicity.

Conversational Continuity

 

Customers can call with the click of a button from the chat window—and keep speaking to the same agent.

Simple Setup

 

The customers’ system audio and speakers are automatically used for the call, and all contact center apps are delivered from the browser with no hardware to install.

Popular Features

  • Improve support with Screen Pop providing user details to your agents
  • Integrations allow use of advanced call center features like call transfer, hold, conference right from the CRM interface
  • Track and improve agent performance with reporting and real-time insights
  • Use barge-in option for supervisors to lend a hand on difficult calls

Go Live with an Omnichannel Contact Center in Just One Day

Deploy any of our digital channel solutions with the full Ozonetel CloudAgent platform to access advanced features like ACD, skill routing, sticky agents, agent scripts, and more.

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